88310325Q00018 Archives I and Presidential Libraries Enterprise Ticketing System DRAFT for Posting.docx

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Products and Commercial Services as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotations are being requested and a written solicitation will not be issued. The solicitation number is 88310325Q00018 and is issued as a Request for Quotation (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular (FAC) 2024-07 effective September 30, 2024. This is total small business set-aside RFQ under NAICS code 541519, Other Computer Related Services. CONTRACT LINE ITEM NUMBER(S): See Attachment 1, Schedule of Prices. REQUIREMENT: The National Archives and Records Administration (NARA) has a requirement to obtain an Enterprise Ticketing System for Archives I and the Presidential Libraries. See Attachment 2, Performance Work Statement PERIOD OF PERFORMANCE: The period of performance will consist of a base year and four (4) option years. The following Federal Acquisition Regulation (FAR) clauses are incorporated and are to remain in full force in any resultant contract. FAR provisions will be removed prior to award. FAR provision 52.212-1, Instructions to Offerors—Commercial Products and Commercial Services (Sep 2023) Addenda: (1) Change paragraph (c) to read: Period for acceptance of offers. The offeror agrees to hold the prices in its offer firm for 90 calendar days from the date specified for receipt of offers. (2) Delete paragraph (h), Multiple Awards. - see below for additional quotation submission instructions. EVALUATION (In lieu of FAR provision 52.212-2): Evaluation and award will be in accordance with Simplified Acquisition Procedures at FAR 13.106, Soliciting Competition, Evaluation of Quotations or Offers, Award and Documentation as prescribed by FAR 12.301(c)(2). Selection of the Contractor for award of this contract will be based on NARA’s assessment of the best overall value to the Government. See Attachment 11, Evaluation Factors for Award. The Government reserves the right to make an award on the initial quotation without communicating with contractors. FAR provision 52.212-3, Offeror Representations and Certifications—Commercial Products and Commercial Services (May 2024) - The Offeror shall complete only paragraph (b) of this provision if the Offeror has completed the annual representations and certification electronically in the System for Award Management (SAM) accessed through https://www.sam.gov. If the Offeror has not completed the annual representations and certifications electronically, the Offeror shall complete only paragraphs (c) through (v) of this provision. FAR clause 52.212-4, Contract Terms and Conditions - Commercial Products and Commercial Services (Nov 2023) – see Attachment 7, NARA Terms and Conditions (Addenda to FAR clause 52.212-4). FAR clause 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders - Commercial Products and Commercial Services (May 2024) - see Attachment 8, FAR Clauses for the full text of this clause and for additional applicable FAR clauses. The Contractor is required to be registered in the System for Award Management (SAM) and maintain registration until final payment in accordance with FAR provision 52.204-7, System for Award Management (Oct 2018). Full text provisions and clauses can be found at http://www.acquisition.gov. QUESTIONS: Questions regarding this RFQ must be submitted in writing to the Contract Specialist, Mr. James Philiposian (Contractor) at james.philiposian@nara.gov no later than 12:00 PM ET on [______, 2024] to be considered. Questions submitted in any other manner will not be answered. Contractors are requested to group and submit questions in the same order found in the RFQ while making reference to the particular paragraph number. The Government will answer questions or requests for clarification via a written RFQ amendment. QUOTATION DUE DATE: Quotations must be received by 4:00 PM ET on [_______, 2024]. Quotations must be submitted to James Philiposian (Contractor) via email at james.philiposian@nara.gov and Kevin Monahan at kevin.monahan@nara.gov. Failure to submit quotations by the due date and time may result in rejection of the quotation as untimely. Contractors submitting via e-mail are cautioned to allow one extra business day for delivery and confirm receipt of quotation as the e-mail will need to pass through IT security. QUOTATION SUBMISSION INSTRUCTIONS: See Attachment 8, Quotation Submission Instructions.

NARA--88310325Q00018, National Archives in Washington D.C. and Presidential Libraries Ticketing System

NARA--88310325Q00018, National Archives in Washington D.C. and Presidential Libraries Ticketing System

ATTACHMENT 1

SCHEDULE OF PRICES

1. SERVICES TO BE FURNISHED

(a) The purpose of this contract is to acquire an Enterprise Ticketing System for Archives I and the Presidential Libraries as a Commercial Off the Shelf (COTS) cloud hosted Software as a Service (SaaS) solution. This COTS solution shall require minimal configuration to implement NARA’s ticketing capability and limited customization to integrate with other NARA systems. The ticketing system must be accessible via the web to all authenticated NARA federal and contractor staff and shall not require additional networking or changes to provide access, except as necessary to comply with security requirements. The objective of this program is to combine the two (2) ticketing solutions into one, configurable, solution for a more efficient and cost-effective means of providing a high-quality user experience to its visitors. The new ticketing admission and event management system will integrate onsite and online sales, individual and group reservations, resource management and reporting into a single user friendly and customizable system. The goals of deploying a single, integrated ticketing system are to ensure consistency and automation of the reporting of attendance and sales data; simplifying financial processing; simplifying operations and maintenance of the system; and making visiting a NARA site requiring ticketing as convenient as possible for the general public. All work must be performed in accordance with the terms and conditions of this contract at a firm-fixed price, except for the Base Year and Option Year I (Seven (7) Presidential Libraries) SaaS licenses, Base Year and Option Year I (Seven (7) Presidential Libraries) Operations and Maintenance, and Additional (Post Deployment) Onsite Hardware, and Kiosks.

(i) Firm-Fixed Price (FFP). The Contractor is required to furnish all the work that can be identified in advance, both in sufficient detail and quantities, and for which a fair and reasonable price can be obtained. The FFP must include the fully burdened cost for delivering the services required by this contract. All work in the Performance Work Statement (PWS) is considered firm-fixed price work

(ii) Fixed Price (FP). Base Year and Option Year I (Seven (7) Presidential Libraries) SaaS licenses and Base Year and Option Year I (Seven (7) Presidential Libraries) Operations and Maintenance. The SaaS licenses and Operations and Maintenance shall only begin upon NARA’s Chief Information Officer (CIO) granting Authority to Operate (ATO). The Government expects an initial deployment of Archives I and the John F. Kennedy (JFK) Presidential Library. The Government will not pay for these services until the deployment is complete and ATO granted by NARA’s CIO.

(iii) Firm-Fixed Price. Base Year and Option Year I (Seven (7) Presidential Libraries) Onsite Hardware and Installation. All hardware for the onsite deployment shall be firm-fixed price. The Contractor shall provide a list of items (make, model, part number, and brief description), the fixed unit price (which shall include shipping costs), quantity, total price which is the fixed unit price multiplied by the quantity associated with those items for the deployment of the system at Archives I and the JFK Presidential Library. For each of the seven (7) remaining Presidential Libraries, the Contractor shall provide a list of items (make, model, part number, and brief description), the fixed unit price (which shall include shipping costs), quantity, and total price for the deployment of hardware at each library.

(iv) Additional (Post Deployment) Onsite Hardware and Kiosks. The Contractor shall furnish a list of items (make, model, part number, and brief description), the fixed unit price (which shall include shipping costs) for the Additional (Post Deployment) Onsite Hardware and Kiosks identified in the Performance Work Statement (PWS) that will be available for the Government to order as it requires these items throughout the term of the contract, for as long as the contract remains active and the options exercised. The Government is not obligated to pay for Additional (Post Deployment) Onsite Hardware and Kiosks under this contract unless it is performed for work under this Contract and in accordance with the Contract’s terms and conditions. The NTE amount listed is the maximum amount, in the performance period, the Government has reserved for Additional (Post Deployment) Onsite Hardware and Kiosks. Should the Contractor exceed this amount in the performance of work under this contract, it does so at its own risk.

2. PRICING OF BASE YEAR

(a) Fixed Price Services.

(i) The Contractor must identify the base year “Fixed Unit Price” and “Total Price” for the services described in Paragraph 4, Schedule of Prices.

(A) The “Fixed Unit Price” for CLINs 0001; 0004; 0005; 0008; and 0009 must be the Contractor’s total fixed price per “Month” for the services identified.

(B) The “Fixed Unit Price” for CLINs 0002 and 0006 must be the Contractor’s total fixed price “Each” for the services identified.

(C) The “Total Price” for CLINs 0003 and 0007 must be the Total Fixed “Lot” price for the services identified.

(D) The “Total Price” for each separately priced CLIN must be the “Fixed Unit Price” multiplied by the Quantity (QTY) to equal the total fixed price for each CLIN.

(E) The “Total Price” for CLIN 0016, is the Not-to-Exceed Value NARA has identified in that CLIN.

(b) Not-to-Exceed. NARA has inserted a total “Not-to-Exceed” (NTE) value for CLIN 00014, Additional Onsite Hardware and Kiosks. The “Total Fixed Price” for CLIN 0014 is the NTE amount provided by NARA.

(c) Base Year Optional Items

(A) The “Fixed Unit Price” for CLINs 0010 and 0011 must be the Total Fixed “Lot” price for the services identified. The Total Fixed “Lot” price is the Subtotal of the “Total Fixed Price” of all the libraries listed in Tables 5(a) and 5(b), respectively.

(B) The “Fixed Unit Price” for CLINs 0012 and 0013 must be the Total Fixed “Lot” price for the services identified. The Total Fixed “Lot” price is the Subtotal of the “Total Fixed Price” of all the libraries listed in Tables 5(c) and 5(d), respectively.

(c) Total Base Year Price. The “Total Base Year Price” is the sum of the “Total Price” of each separately priced CLIN and the not-to-exceed amount for Additional Onsite Hardware and Kiosks.

3. PRICING OF OPTION YEARS

(a) Option years will be priced using the procedure for pricing the contract base year for each separately priced CLIN. The “Total Price” must be the identified “Quantity” multiplied by the “Fixed Unit Price”.

(b) The “Fixed Unit Price” for CLINs 0022 and 0023 must be the Total Fixed “Lot” price for the services identified. The Total Fixed “Lot” price is the sum of the “Total Fixed Price” of all the libraries listed in Tables 5(e) and 5(f), respectively.

(c) The “Fixed Unit Price” for CLINs 0024 and 0025 must be the Total Fixed “Lot” price for the services identified. . The Total Fixed “Lot” price is the Subtotal of the “Total Fixed Price” of all the libraries listed in Tables 5(g) and 5(h), respectively.

(d) Total Option Year Price. The “Total Option Year Price” for each Option Year is the sum of the “Total Prices” for each separately priced CLIN.

4. SCHEDULE OF PRICES

(a) In accordance with this contract, the Contractor must provide all management, supervision, labor, materials, supplies, transportation, and equipment described herein (except as specified to be furnished by the Government in the PWS), and must plan, schedule, coordinate, and ensure effective performance.

(b) For CLINs 0001; 0004; 0005; 0008; 0009; 0018; 0019; 0020; 0021; 0030; 0031; 0032; 0033; 0038; 0039; 0040; 0041; 0046; 0047; 0048; and 0049 insert the fixed unit prices quoted for each “Month”. The total price for each of these CLINs will be determined by multiplying the Quantity by the Fixed Unit Price.

(c) For CLINs 0002 and 0006 insert the fixed unit prices quoted for “Each” unit. The contractor shall provide a breakout which shows the labor categories, labor rate (per hour), the number of hours for each labor category, the total price per labor category, and other direct costs that are included in the total “Fixed Unit Price” for these services. For evaluation purposes, the total price for each of these CLINs will be determined by multiplying the Quantity by the Fixed Unit Price.

(d) NARA has provided pricing tables for CLINs 0010 (Table 5(a)) and 0022 (Table 5(e)). The Contractor shall insert a “Firm-Fixed Unit Price” for the services required for each of the individual libraries. The contractor shall provide a breakout which shows the labor categories, labor rate (per hour), the number of hours for each labor category, the total price per labor category, and other direct costs that are included in the total “Fixed Unit Price” for each individual library.

(e) NARA has provided pricing tables for CLINs 0011 (Table 5(b)) and 0023 (Table 5(f)). The Contractor shall insert a “Firm-Fixed Unit Price” per “Lot” for the hardware items required for each Presidential Library. The pricing shall be based on the price catalog required by Attachment 1, Schedule of Prices paragraph 4(g). The Contractor shall submit a listing of hardware items and other related costs for each Presidential Library which includes make, model, part number, quantity, unit price, and total price for every hardware item quoted. The total “Firm-Fixed Unit Price” for each Presidential Library is the sum of all the hardware items required to provide these services.

(f) NARA has provided pricing tables for CLINs 0012 (Table 5(c)); 0013 (Table 5(d)); 0024 (Table 5g)); and 0025 (Table 5(h)). The Contractor shall insert a “Firm-Fixed Unit Price” per “Month” for the services required for each Presidential Library. The “Total Fixed Price” is the MAX quantity multiplied by the “Firm-Fixed Unit Price” for each Presidential Library.

(g) NARA has included not-to-exceed amounts in CLINs 0014; 0026; 0034; 0042; and 0050. For evaluation purposes, the “Total Price” for CLINs 0014; 0026; 0034; 0042; and 0050 are the total not-to-exceed amounts. The Contractor shall provide a price catalog for all hardware items which are available to purchase under these CLINs. The pricing must include the make, model, part number and unit price for each hardware item quoted.

(h) The “Total Price” for each performance year will be determined by adding the individual CLIN prices for each year. The “Total Contract Price” will be determined by summing the yearly Total Prices.

(i) 52.217-8, Option to Extend Services. The Contractor shall complete and submit paragraph 5, table 5(i), Option to Extend Services with its price quotation. The Monthly pricing for Table 5(i) shall not exceed the Option Year IV prices for the same services and the Hardware Catalog pricing shall not exceed the unit prices for those items in Option Year IV. If the Contractor cannot provide SaaS Licenses for less than a 12 month, non-severable, term the Contractor must clearly state this in writing and provide a reference to its SaaS license terms. Failure to price this table without providing the explanation of its SaaS License terms which would prevent it, may result in rejection of the quotation as incomplete.

NOTE: The Contactor must separately identify and explain known ODCs (e.g. subcontract, applicable material, parts, etc.), if applicable, for all separately priced CLINs. The Government reserves the right to not pay for ODCs which are not clearly identified and explained in the Contractor’s quotation. The Government does not guarantee that ODCs will be included in the resulting contract.

5. ALTERNATIVE PRICING MODELS. The Government will not consider any pricing model which requires revenue sharing, “convenience fee”, or other pricing model which would increase the price to the public for visiting Archives I and the Presidential Libraries and Museums. However, if the Contractor’s pricing for the SaaS Licenses incorporates the costs of deployment, hardware, operations and maintenance, or any other separately priced item, then the Contractor shall clearly indicate where these otherwise separately priced items are priced in the CLIN tables provided by the Government. Failure to clearly demonstrate that all items are accounted for and priced may result in rejection of the quotation as unacceptable.

Table 5(a) Base Year: Presidential Library Ticketing System Configuration, Integration, Migration, Testing, Deployment, and Training. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0010

Table 5(b) Base Year: Onsite Hardware and Installation. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0011

Table 5(c) Base Year: SaaS Licenses. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0012

Table 5(d) Base Year: Operations and Maintenance. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0013

Table 5(e) Option Year I: Presidential Library Ticketing System Configuration, Integration, Migration, Testing, Deployment, and Training. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0022

Table 5(f) Option Year I: Onsite Hardware and Installation. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0023

Table 5(g) Option Year I: SaaS Licenses. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0024

Table 5(h) Option Year I: Operations and Maintenance. (OPTIONAL REQUIREMENTS) Applicable to CLIN 0025

Table 5(i) 52.217-8, Option to Extend Services: Months 61 to 66

MAX

NTE

MAX

NTE

MAX

NTE

MAX

NTE

NTE

CLIN = Contract Line Item Number; IAW = In accordance with; MAX= Maximum; Mo. = Month; NSP = Not Separately Priced; NTE = Not to Exceed; and PWS = Performance Work Statement Base Year: Months 1-12

(Beginning upon ATO by the NARA CIO)

MAX

NTE

(Beginning upon ATO by the NARA CIO).

MAX

NTE

(Beginning upon ATO by the NARA CIO).

MAX

NTE

(Beginning upon ATO by the NARA CIO).

MAX

NTE

-Herbert Hoover Presidential Library and Museum (Hoover) -Franklin D. Roosevelt Presidential Library and Museum (Roosevelt) -Harry S. Truman Presidential Library and Museum (Truman) -Dwight D. Eisenhower Presidential Library and Museum (Eisenhower) -Gerald R. Ford Presidential Library and Museum (Ford) -Jimmy Carter Presidential Library and Museum (Carter) -George Herbert Walker Bush Presidential Library and Museum (Bush 41)

NTE

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

(Beginning upon ATO by the NARA CIO).

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

(Beginning upon ATO by the NARA CIO).

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

NTE

Option Year I: Months 13-24

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

(Beginning upon ATO by the NARA CIO).

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

(Beginning upon ATO by the NARA CIO).

-Hoover -Roosevelt -Truman -Eisenhower -Ford -Carter -Bush 41

NTE

NTE

Option Year II: Months 25-36

NTE

Option Year III: Months 37-48

NTE

Option Year IV: Months 49-60

NTE

ATTACHMENT 2

PERFORMANCE WORK STATEMENT

ENTERPRISE TICKETING SYSTEM

1.0 BACKGROUND

1.1 The National Archives and Records Administration (NARA) serves American democracy by safeguarding and preserving the records of our government, ensuring that people can discover, use, and learn from this documentary heritage. NARA ensures ready access to the essential evidence that documents the rights of American citizens, the actions of Federal officials, and the national experience. The agency meets thousands of information needs daily, ensuring access to records on which the entitlements of citizens, the credibility of government, and the accuracy of history depend.

1.2 NARA’s Rotunda, exhibit spaces, and learning space at the National Archives located in Washington, D.C. (“Archives I”) and its Presidential Libraries and Museum (“Presidential Libraries”) sites located across the country welcome nearly 2 million visitors each year and play a critical role in connecting with customers and making access to its records happen.

1.3 Presently visitors to the Archives I and Presidential Libraries use separate ticketing systems.

1.3.1 Archives I uses Recreation.gov for its online ticketing capabilities. Admission to Archives I is free but an advance reservation convenience fee of $1 is charged for each ticket to those using Recreation.gov to reserve tickets before their visit. Archives I is currently undergoing a renovation that is planned to be completed in the fall of 2025.

1.3.2 The current Presidential Libraries ticketing system provided by ACME Technologies is a cloud-hosted Software as a Service (SaaS) ticketing and resource management solution. Eight (8) of the 15 Presidential Libraries use ACME Technologies to support onsite and online ticket sales handled through a “box office” model where NARA personnel manage the transactions using a Point of Sale (POS) system:

· Herbert Hoover Presidential Library and Museum, West Branch, IA

· Franklin D. Roosevelt Presidential Library and Museum, Hyde Park, NY (National Park Service manages on-site and online group reservation sales only.)

· Harry S. Truman Presidential Library and Museum, Independence, MO

· Dwight D. Eisenhower Presidential Library and Museum, Abilene, KS

· John F. Kennedy Presidential Library and Museum, Boston, MA

· Gerald R. Ford Presidential Library and Museum

· Library – Ann Arbor, MI (no ticketing needs)

· Museum – Grand Rapids, MI

· Jimmy Carter Presidential Library and Museum, Atlanta, GA

· George H.W. Bush Presidential Library and Museum, College Station, TX

1.3.2.1 NARA’s existing POS ticketing system at the Presidential Libraries integrates with NARA’s implementation of Microsoft Dynamics Great Plains to manage its financial transactions.

1.3.2.2 The remaining Presidential Libraries that do not use the POS front-end, use an alternative ticketing system not within the scope of this contract.

1.3.3 For purposes of this document, internal users of the system will be referred to as "staff, " NARA staff," and "users." Internal users with higher level privileges are referred to as "administrators." External users of the system are referred to as "visitors" or "guests."

2.0 SCOPE

2.1 NARA has a requirement for a Commercial Off the Shelf (COTS) cloud hosted Software as a Service (SaaS) solution. This COTS solution shall require minimal configuration to implement NARA’s ticketing capability and limited customization to integrate with other NARA systems. The ticketing system must be accessible via the web to all authenticated NARA federal and contractor staff and shall not require additional networking or changes to provide access, except as necessary to comply with security requirements.

2.2 The objective of this program is to combine the two (2) ticketing solutions into one, configurable, solution for a more efficient and cost-effective means of providing a high-quality user experience to its visitors. The new ticketing admission and event management system will integrate onsite and online sales, individual and group reservations, resource management and reporting into a single user friendly and customizable system. The goals of deploying a single, integrated ticketing system are to ensure consistency and automation of the reporting of attendance and sales data; simplifying financial processing; simplifying operations and maintenance of the system; and making visiting a NARA site requiring ticketing as convenient as possible for the general public.

2.2 The ticketing system will allow NARA staff to better manage visitor flow, promote deeper exploration of onsite and online resources, and expand the visitor experience beyond the specific ticketed day by sending via email curated pre-visit and post-visit information such as satisfaction surveys, accessibility information, and other relevant data that allow guests to build an itinerary and customize their experience. Additionally, the ticketing system will assist with managing visitor flow through advanced ticket sales and timed ticketing reservations.

2.3 NARA requires a design that is scalable for concurrent customer use and future capability, fully cloud hosted, and capable of meeting NARA’s needs with minimal integration and configuration modifications to its websites. NARA also requires minimal changes to its business processes and employee workflows.

2.4 NARA requires the ticketing system to collect information which may be used for reporting and planning future programming. This data includes not only visitor counts and demographic information, but also options to provide program feedback and audience evaluations that will allow NARA to better track customer satisfaction and adjust as needed.

2.5 To further enhance the visitor experience, the ticketing system shall provide onsite capabilities such as a kiosk or similar self service stations to reserve, print, and pay for tickets, and to donate to NARA programming. In addition, a web application that can be viewed from a desktop computer, laptop, and mobile device (i.e., smartphones and tablets, at a minimum, both Android and iOS based) is required for each NARA site that will provide the same ticketing capabilities as its kiosk functionality.

2.6 The Contractor shall be responsible for the full project lifecycle, which includes, but is not limited to: providing and configuring the system; deployment; training of the NARA internal users on the operations of the system; operations and maintenance of the system; and periodic enhancements to the system for the Archives I and each of the Presidential Libraries.

2.7 Data from the existing instances of the ticketing systems must be migrated to the new ticketing system prior to the production roll out, as required. Archives I does not require migration, however, Presidential Libraries require two (2) years of ticketing data to be migrated for each site.

2.8 Approximately 150 internal users (i.e. NARA staff members) across Archives I and the Presidential Library will be using the ticketing system. The site-specific onsite hardware requirements are defined in PWS paragraph 6.4 and 6.6.2.

2.9 Archives I will not charge an admission fee. Each presidential library will have an admission fee based on the specific location.

2.10 Place of Performance. A majority of the services required herein shall be performed at the Contractor’s facilities. During the implementation of the system at each site and Operations and Maintenance and Help Desk phases, the Contractor may be required to be onsite at NARA facilities. Meetings, briefings, and presentations shall, to the maximum extent practicable, be held via teleconference or webinar (via either Contractor furnished or NARA furnished telecommunications services). Travel costs will not be reimbursed under this Contract.

2.11 For the duration of this contract, normal hours of operation at Archives I and the Presidential Libraries are between the hours of 7:00 AM and 6:00 PM local time, Monday through Friday, 52 weeks a year except for Thanksgiving and Christmas when these locations are closed. Operations and Maintenance and Help Desk support shall be required when these NARA sites are open for business.

3.0 REQUIREMENTS

3.1 The Contractor shall ensure that the ticketing system meets the requirements described herein. NARA has identified and established baseline requirements. These requirements are defined in the PWS Appendix 3, Ticketing System RVTM. Note: As indicated below and in the RVTM, some requirements are only applicable to Archives I whereas some requirements are only applicable to the Presidential Libraries. Some requirements may be applicable to both.

3.1.1 The solution shall provide, at a minimum, the capabilities in PWS Appendix 3, RVTM listed with requirement priority “MUST”.

3.1.2 The solution may provide capabilities listed in PWS Appendix 3, RVTM listed with requirement priority “SHOULD”.

3.1.3 As a part of verifying the ticketing requirements, the Contractor shall develop a System Design Document (SDD) describing the system architecture. At a minimum, the SDD shall address the following:

3.1.3.1 Structure and relationships between components of the system

3.1.3.2 System design constraints

3.1.3.3 System human interfaces (input and output)

3.1.3.4 Interfaces with internal and external systems

3.1.3.5 Functional requirements that the COTS product and other system components meet

3.1.3.6 Data design including data elements

3.1.3.7 The level of network support required

3.1.3.8 Assumptions, constraints, and risks associated with the design and implementation

3.1.3.9 The Contractor shall facilitate peer review sessions with NARA to understand, refine and decompose the requirements, as needed, to ensure they are clear and testable. After which the Contractor shall deliver an updated RVTM. The Contractor shall update the SDD and RVTM with each implementation of a ticketing site, as required.

3.1.3.10 The Contractor shall maintain an Interface Control Document (ICD) that identifies all interfaces in the system, providing a general characterization of each interface in terms of communicating elements, information communicated, information assurance considerations, usage characteristics, and communication formats and protocols. This information must be included as a section within the SDD.

3.1.3.11 The Contractor shall provide and update the ICDs that specify the functional and technical characteristics of each interface to fully express the technical design of each interface. The ICDs shall reference the functional elements and requirements allocated to each interface design. Each interface must be documented in a unique ICD.

3.2 Sales & Reservations

3.2.1 NARA requires four platforms to be available for customers to purchase tickets and/or reserve free tickets: (1) an onsite box office point of sale; (2) an option for onsite kiosks at a site’s request; (3) online through the customers’ personal desktop computer and/or laptop; and (4) online through the customers’ mobile device. The system must be accessible on all of these four platforms. These platforms must be customizable depending on the ‘look and feel’ and local site needs.

3.2.2 NARA requires at each site the ability to configure the user experience and data field constraints based on each individual site’s logo, colors, sale categories, ticket prices, and other fields. Furthermore, the system shall display the available museum entry times to all users during purchase.

3.2.3 The ticketing system shall enable transactions for the customers to purchase and/or reserve tickets depending on site needs. Each ticket shall display the ticket category (such as “senior,” “adult,” “military,” etc.) along with a barcode and its associated unique sequence of numbers. Customers shall be able to include add-on items with their ticket purchase, such as entrance to specific exhibit spaces, audio tours, and brochures. The system shall have the ability to establish memberships and collect donations online, at the POS, and via kiosks. The system shall allow all users to purchase tickets (admissions, tours, and events) for multiple visitor categories within one transaction.

3.2.4 The ticketing system shall allow all users to apply discounts on ticket prices from sales, promotions, and memberships. The system shall allow the creation, management, and purchase of timed-entry tickets, and to facilitate group sales.

3.2.5 The ticketing system shall allow internal users to alter ticket prices and apply single dates or date ranges to changes in ticket prices. Additionally, the system shall allow internal users to look up ticket sales across all platforms after purchase and be able to print the ticket with a barcode and its associated unique sequence of numbers. The system shall allow internal users to process refunds for purchases made.

3.2.6 All sales platforms shall be able to accept and process VISA, MasterCard, Discover, and American Express credit cards via manual and contactless payments, as needed. Additionally, the onsite box office POS shall be able to accept cash and checks. The system should also be able to process zero-dollar transactions without requiring a credit card. Zero-dollar transactions should not be submitted to the back-office accounting system.

3.2.7 The solution shall allow NARA to provide the subdomain name to preserve its own branding.

3.2.8 The ticketing system shall send an email and/or Short Message Service (SMS) confirmation of purchases to the customer for transactions, which are initiated by the customer online through either the customer’s personal desktop computer, laptop, or mobile device (i.e., smartphones and tablets, at a minimum, both Android and iOS based). The email and/or SMS confirmation shall include the order/transaction number and printable ticket with a barcode and its associated unique sequence of numbers, and any other relevant text or graphics as determined by each site. These messages shall provide notifications and information about their visit and future events.

3.2.8.1 The solution shall provide the capability to automatically send batch emails with attached documents/URLs to attendees based on reservation date or other criteria. This includes the ability to automatically email booking confirmation, invoices, event cancellation; and email notification to inform users about special exhibitions, events, or library programs. This also includes the ability to set up "rules" so that automated emails are sent to visitors based on certain criteria (send an email with pre-written text to every visitor one week before their visit and/or an email with a survey one day after their visit.)

3.2.9 The ticketing system shall enable customers to manage their reservations and/or ticket purchases online and/or at kiosks. Customers shall be able to look up their prior online ticket purchases at onsite kiosks and online using their email address and/or order/transaction number, and to print tickets with the barcode and its associated unique sequence of numbers. This function shall not require customer accounts to function.

3.2.10 The ticketing system shall allow all users the ability to make group reservations including multiple group visits in one order. The ticketing system shall provide a barcode and an associated unique sequence of numbers for each individual ticket within the group. Group data shall be accessible at the POS with the ability to create new orders at the POS for existing groups on future dates.

3.2.11 The ticketing system shall notify internal users of group reservations.

3.2.12 The ticketing system must be able to send email invoices and collect payment for custom bookings.

3.2.13 The ticketing system shall have the capability to have two events on one printed or electronic ticket.

3.2.14 The electronic ticket and receipt shall have the capability to display a Uniform Resource Locator (URL) for customers to link to a NARA designated external website.

3.2.15 The ticketing system shall provide functionality that enables dedicated reservation microsites for special events. Additionally, the system shall enable users to reserve a time and tour for individual, family, and group reservations.

3.2.16 The ticketing system’s design shall align with the’ look and feel’ of each location’s respective website. While users may have to leave the museum homepage to obtain tickets through the ticketing system, the ‘look and feel’ of their experience will be maintained. Once a user has completed their experience with the ticketing system, the system will return them to the appropriate place on Archives.gov. The ticketing system’s website integration will meet the NARA approved checklist for website requirements.

3.2.17 The ticketing system shall support multiple languages.

3.2.18 The ticketing system shall allow the ability for group and facility rental clients to pay for their reservations and services online, similar to how online ticket purchasers pay for their ticket purchases.

3.3 Box Office Point of Sale and Ticket Check In

3.3.1 The system shall maintain a link amongst available data such as the order/transaction number, the tickets sold, customer information, method of purchase, and credit card information for all online and onsite purchases. Online ticket sale lookup shall be available by using the available data. NARA requires real-time access to its data across each of its locations.

3.3.2 The system shall allow internal users to scan in tickets via barcode or by manually entering its associated unique number.

3.3.3 The system shall enable internal users to manually enter and/or edit data on all transactions, including all ticket sales with the associated order/transaction number and credit card information.

3.3.4 Internal users shall also be able to scan in promotional coupons at the onsite box office POS.

3.3.5 The onsite box office POS, onsite hardware, and associated user interfaces shall have and be optimized for touchscreens.

3.3.6 The system shall provide the capability to support automated self-check-in.

3.3.7 The system shall allow for the use of “forms” at check-in or purchase, where staff may input data gathered from the visitor such as zip code or email, etc.

3.4 Online Sales

3.4.1 The system shall be optimized for use on web-based systems including personal desktop computers, laptops, and mobile devices (i.e., smartphones and tablets, at a minimum, both Android and iOS based) and the site will follow visual design requirements as set forth by NARA.

3.4.2 The customer interface shall be readable and usable on a variety of commercially available desktop computers, laptops, and mobile devices.

3.4.3 Updates (content, design, functionality, etc.) for online ticketing websites for each site shall be optimized for smartphone and tablet experiences (mobile web) using responsive web design (RWD), adhere to US Web Design System principles and components, and comply with Archives.gov branding and style guide, to be reviewed by NARA’s Web Program. Online interface must be Section 508 compliant.

3.4.4 When designing the online sales platform, RWD shall be used with pinch-zoom capability enabled for mobile devices. A barcode and its associated unique sequence of numbers must be available on the mobile device for display at the site.

3.4.5 All online functionality shall be available through mobile devices.

3.5 Event Scheduling, Reservations, and Resource Management

3.5.1 The system shall allow all users to register for tours and events and purchase event tickets across multiple platforms. To facilitate this function the system shall:

3.5.1.1 Enable users to register for an event for multiple visitor categories within one transaction.

3.5.1.2 Print event tickets.

3.5.1.3 Assign a unique identifier for each event transaction.

3.5.2 The system shall allow internal users to scan in tickets via barcode and shall record and maintain event attendee data.

3.5.3 The system shall provide the capability for internal users to schedule an event, including creating, modifying and canceling both future and past events. The system shall enable internal users to:

3.5.3.1 Apply single dates or date ranges to tours and events

3.5.3.2 View tours and events in a calendar view

3.5.3.3 Assign a maximum number of attendees for an event

3.5.3.4 Manage the list of attendees for an event including adding additional event capacity and managing a waitlist

3.5.3.5 Send event cancellation notification to registered attendees.

3.5.4 The system shall maintain an audit history of changes for an event and reportable information for events shall include, but not be limited to the following:

3.5.4.1 Description

3.5.4.2 Maximum capacity

3.5.4.3 List of attendees

3.5.4.4 Customer information

3.5.4.5 Pricing.

3.5.5 The system shall provide the capability for internal users to input data manually and print forms and registrations for groups, workshops, tours and other site activities.

3.5.6 The system-generated forms shall contain all or a portion of the line items for events (i.e. attendee list only). The system shall provide the capability for internal users to manage and customize forms.

3.5.7 The system shall enable internal users to process deposits, maintain records, generate invoices, and accept payment of outstanding balances.

3.5.8 The system shall allow for the creation of private links/sites for special events such corporate events/tours that are not available to the general public (the event information and RSVP for these events would be online but not shown on the main ticketing system calendar).

3.6 Data, Reporting, and Management

3.6.1 Data Import and Export. The system shall enable internal users to import and export data fields and the associated data to and from applicable formats such as, .doc, .docx, .xls, .xlsx, .csv, XML, .rtf and .pdf formats from individual locations and across all sites. The system shall enable users to select fields to be imported and exported with minimal steps and keystrokes. In the example of the Franklin D. Roosevelt Presidential Library and Museum and home, the National Parks Service (NPS) sells tickets using their ticketing system on behalf of NARA.